SharePoint Saturday Philly CRM and SharePoint - Better Together

Dynamics CRM SharePoint Integration

John MongellTechnology Consulting Manager

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@JohnMongell

[email protected] MCP MCTS SharePoint 2003, 2007, 2010, 2013, SQLServer

McGladrey.com

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Best Practices for Enterprise Implementation

In this session, we will experience the value of using SharePoint for document storage attached to Microsoft

Dynamics CRM records


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Applies to both CRM 2011 and CRM 2013 versions

CRM2013 CRM 2011

On Premises or Online


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Applies to both SharePoint 2010 and 2013

SP 2013

SP 2010


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Best Practices for Enterprise Implementation

col·lab·o·ra·tion• the action of working with someone to produce or create

something• traitorous cooperation with an enemy


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CRM Document Storage Options

1. Stored in CRM record ‘Notes’ field as an attachment

2. Stored in SharePoint libraries, linked to CRM Records

3. Stored in contextual CRM Yammer conversations


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Stored in CRM Notes field

• Attachments are made in the Notes field

• Stored in the CRM db and linked to record

• Only 1 file can be stored per note

• No search capabilities

• No version control

• Limited collaboration options

Best Practice is to use this option when there are a smaller number of records needing contextual documents and no requirement for versioning, broad search or deep document collaboration.


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Docs stored in Yammer conversations

• Contextual to CRM records

• Only searchable through Yammer

• Basic content management, no versioning, etc.

• No workflows

• Skype and Yammer web integration

• Less secure, public to anyone in the Yammer group.Again, Best Practice here is to use this option when there are a smaller number of records needing contextual documents and no requirement for versioning, broad search or deep document collaboration.


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Stored in integrated SharePoint libraries

The SharePoint CRM List Connector solution


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• Rich Content Management

• Full version control

• Site Collection level security for each entity, if required. Can keep intranet users from collaborating with CRM document storage.

• Non CRM users can get access to documents.

• Permission Management controlled outside of CRM

• Docs are searchable through SharePoint Search interface. (Or Not)

• SharePoint document workflows can be applied. (Alerts, Approvals)


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Integrated SharePoint libraries

Can be enabled only on customizable entities CRM that can be customized.

By default, document management is enabled for these entities in a new installation of CRM

Account

Kb Article

Lead

Opportunity

Product

Quote

Sales

Literature

Best Practice is to use this option when there are a MANY records, your team requires versioning or search or deep document collaboration. Or perhaps there is a need to expose them to non CRM users.


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…more CRM SharePoint Integration

Business Connectivity ServicesCreate an External Content Type to CRM data

Using On Premises method is straight forward, simply add a SQL data source to your CRM db.

Using CRM Online requires an Azure layer to Proxy the OData Service


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CRM-BCS Online Integration Approach

Q: Why do we need an Azure Proxy for CRM Online?

A: External authentication is not enabled on CRM Online’s REST endpoint. It is only available for use by jscript and web resources within CRM, but we hear that limitation may change in the future.

Student

ProxyOData Service

CRM Online

Windows Azure

SharePoint


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Common and useful External Content Types for CRM

• You could easily create a SharePoint list of all of your CRM Accounts,

Contacts, Opportunities or Projects.

Want to try it? Read Girish Raja’s blog:

http://blogs.msdn.com/b/girishr/archive/2013/05/13/connecting-sharepoint-online-and-crm-online-using-bcs-2013-edition.aspx

• Use an ECT list as a reference for creating a SharePoint search on your other software databases, like Microsoft Dynamics GP or your staffing software !

• Search results from the CRM database can present a security concern. To security trim these results, you will need to create and implement a custom security trimmer to the Search Service application.




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Common Troubleshooting Issues

Problem Observations/Issues Recommendations

Cannot open iFrame • User received the message: "This content cannot be displayed in an iFrame"

• Add CRM and SharePoint to Trusted Sites

• Check ‘Display Mixed Content” in security zone

• If SharePoint is on a separate domain, Sign into your SharePoint site

Users in SP can search and discover all CRM documents

• Search returns links to the CRM document repository to all users

• Add a User Policy for the web application hosting the documents

• Use security groups in all sites and libraries that hold CRM documents

Performance Issues as volume increases

• Backups taking forever

• Logins and user permissions taking longer than expected

• Segregate CRM documents into their own DB, Web App, Site Collection.


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Architecture and Governance Best Practices

Area Recommendations

Security • Secure your SharePoint Document Libraries

• Create a CRM Document Storage Site Collection on its own database

• Use Cross Site Publishing to another branded site collection

• Create a Web Application level User Policy

Structure• Document Libraries should contain Managed Metadata columns. You

should either automatically assign Metadata to the documents or have the user entered it. This way if you expose the documents outsite of CRM, they can be more easily filtered, rather than using the default folders.

• Use security groups in all sites and libraries that hold CRM documents


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Dynamics CRM News and Updates

Internet Explorer 11 and Windows 8.1 support added for Dynamics CRM 2013

In February 2013, MSFT integrated Yammer into Microsoft Dynamics CRM

In the spring 2014 release of Microsoft Dynamics CRM,

MSFT further enhances customer-facing enterprise social capabilities by delivering a comprehensive set of new social listening, marketing, and service desk capabilities.

http://www.microsoft.com/en-us/news/press/2014/feb14/02-18crmspringpr.aspx


CRM and Yammer

Yammer and Skype integration were in the CRM 2011 update

Follow CRM records in Yammer

Search across Yammer & CRM

Seamless conversations

Publish to Yammer activity stream

Desktop, browser & device choice

Post, Like & Share

Social Layer

Follow in CRM auto-follows the OpenGraph object in Yammer.

Same behavior for following users

User posts on record wall – Yammer


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Why Social is so important to us all…

Gartner predicts that by 2017, CMOs will spend more on IT than CIOs.

Microsoft acquires Parature to add customer self-service suite to CRM

…provides helpful insights for sales organizations when interacting with customers so that they are aware of open support issues before and/or during client interactions. This integration provides a real-time web resource in Dynamics CRM on the account or contact level with a portal or window view of Parature tickets associated with Microsoft Dynamics accounts or contacts.


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Microsoft Key Acquisitions for Dynamics

+

= Microsoft Social Listening

GA Q2 2014


Introducing Microsoft Social Listening (MSL)

Microsoft Dynamics CRM aligned UI

Responsive design – desktop, tablet, phone

Easier setup

O365 identity integration

Faster download of posts

Geo expansion

Fully running on Azure


Included for all CRM Online Professional >= 10 seatsIncluding basic posts/month limit

Reduced price for CRM On-Premises ProfessionalIncluding basic posts/month limit

Buy higher “posts/month limit” as add-on

Democratizing SocialStand-alone Preview early March - GA early Q2

Stand-alone, minimum 1 seatIncluding basic posts/month limit


Social Dashboard on CRM

Q1 CY 2014 Q2 CY 2014 Q3 CY 2014 Q4 CY 2014 H1 CY 2015

Microsoft Dynamics Marketing “Mira”

Microsoft Dynamics Marketing “Electra”

CRM

Social

Marketing

Parature

Microsoft Social Listening “Subra”

Microsoft Social Listening “Hydra”

Microsoft Dynamics CRM “Libra”

Microsoft Dynamics CRM “Vega”

Microsoft Dynamics CRM “Leo”

Acquisition Integration v1

SPR

ING

WAV

E

FALL

WAV

E

CRM Roadmap


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Microsoft is practicing Social techniques like we are!


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Microsoft is practicing Social techniques like we are!


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CRM Blogs and Resources

CRM Online Video Gallery http://www.democrmonline.com/

Tutorial videos that show how to use different aspects of CRM Online, such as performing mail merges or completing administrative functions like adding a new users or queues.

CRM Resource Centerhttp://rc.crm.dynamics.com/rc/regcont/en_us/opdefault.aspx

Popular dashboard for gaining insight into the various support channels available for CRM Online, such as the knowledge base and popular articles.

CRM Team Blog http://blogs.msdn.com/crm/

CRM List Web Part http://www.microsoft.com/en-us/download/details.aspx?id=5283

Girish Raja’s Bloghttp://blogs.technet.com/b/anand_nigam

Custom Search Service Security Trimmerhttp://msdn.microsoft.com/en-us/magazine/ff796226.aspx

CRM Connections Bloghttps://community.dynamics.com/crm/b/crmconnection/default.aspx


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Additional Related Sessions

SPC 284 Girish Raja - Technical Marketing ManagerHarnessing Social Technologies With Microsoft

Dynamics Crm

SPC 281 Jason Bullock – Cloud Productivity TSP Office 365 And Dynamics Crm Online Better

Together


Q & A’s

@JohnMongell

[email protected] MCP MCTS SharePoint 2003, 2007, 2010, 2013, SQLServer

…THANK YOU !35

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twitter.com/JohnMongelltwitter.com/McGladreyTechtwitter.com/McGladreyERPtwitter.com/McGladreyCRM

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mongell.blogspot.comdynamicscrmpros.com

slideshare.net/JohnMongell

Platinum

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Silver Web

http://www.judge.com/

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http://mcgladrey.com/content/mcgladrey/en_US/what-we-do/services/technology/erp-and-crm/microsoft-dynamics/microsoft-sharepoint-server-partner.html

http://www.metavistech.com/

http://www.captechconsulting.com/

http://www.goshengroupllc.com/

http://sharepoint-videos.com/

SharePoint User Group

• SharePoint

• End Users

• Administrators

• Architects

• Developers

• IT Pros

• Meetings: 2nd Tuesday of the month, Microsoft Malvern, 5:30-8 pm

WEB: www.TriStateSharePoint.org

EMAIL: [email protected]

TWITTER: @tristateSP